Customer Care Agent (Branch) - Kisumu at Mogo Finance

What you will do:

• Support clients visiting the branch by addressing inquiries in a professional and timely manner.
• Feedback loop with CX in HQ.
• Logging complaints and queries in provided system.
• Ad hoc tasks, like NPS measurements, customer surveys etc.
• Generating loan statements and providing final balance upon request.
• Process account amendments as required.
• Update client records and information in ERP.
• Assist in the preparation of reports.
• Research, identify, and resolve customer inquiries/complaints using applicable software.
• Escalate unresolved issues through Power App or route calls to the appropriate resources and ensure completion of call logs.
• Follow up customer calls where necessary.
• Any other duties assigned.

What you will need:

• Bachelor or Diploma in Business, Marketing, Finance, or a related field.
• Proven background in customer care or client-facing roles.
• Fast and efficient in handling customer needs.
• Proficient computer skills.
• Ability to quickly learn and adapt to changes in processes and systems.
• Strong customer experience and relationship management skills.
• Excellent phone and email etiquette.